MathWorks – Enterprise Customer Success Specialist – Natick, Massachusetts, USA

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Job Description

Job Summary

As an Enterprise Customer Success Specialist, you will work directly with a portfolio of the world’s leading companies to onboard and broadly roll out the license to all end users.  You will be part of an account team that proactively drives adoption to ensure customers experience a partnership that includes excellent service and results in an awareness of how MathWorks tools can impact their work.


Enterprise Customer Success specialists will primarily manage Enterprise Account Onboarding by:

  • Owning and executing customer-specific onboarding plans
  • Project managing the timeline of each onboarding stage to ensure the timely execution of all onboarding deliverables
  • Establishing strong customer relationships to serve as a central point of contact throughout the onboarding process
  • Working closely with the account team to support the pre-sale process when needed and to facilitate the customer’s seamless transition to the Enterprise license
  • Working directly with the customer to create and deliver customized onboarding communications and artifacts
  • Leading global account onboarding for multi-national accounts
  • Analyzing key onboarding metrics and collaborating with the Account team to recommend additional onboarding activities to ensure success
  • Documenting customer interactions in Salesforce throughout Onboarding
  • Collecting insights and feedback to identify opportunities to improve or expand the onboarding process and artifacts

Minimum Qualifications

  • Experience with project management
  • A bachelor’s degree and 1 year of professional work experience (or equivalent experience) are required.

Additional Qualifications

  • Effective problem-solving and project management skills
  • Excellent written, and verbal communication, and presentation skills
  • Detail-oriented with the ability to develop activities based on proactive analysis of customer metrics
  • Demonstrated ability to work in highly collaborative, cross-functional environments
  • Experience working internally and externally at multiple levels, including senior management; international experience is a plus
  • Demonstrated ability to influence and direct customer activities
  • Experience leveraging data to assess risk, course correct, and identify process improvement opportunities
  • Experience in social media, marketing communications, or a field marketing role is a plus